Can anyone help with my problems as described below? Do you know of any similar issues?
My problem is the tyres and wheels on the car. I was not told when I agreed to the lease that this car has ‘Run-flat’ tyres. In fact I did not even know what ‘Run-flat’ tyres were until I was in Inverness and had a flat tyre after taking delivery of the car. I took the car to Kwik-Fit but they said they could not help me as my car had ‘Run-flat’ tyres it would have to go back to Mercedes. I drove along the road to the Mercedes Dealership as the Kwik-Fit specialist told me that as I had ‘Run-flats’ I could drive with a flat tyre.
The Mercedes Dealership told me they couldn’t help as my tyres were ‘Run-flats’ and would have to be ordered up as nobody in Scotland stocked them. They suggested I phoned Mercedes Breakdown from my car which I did. They told me to go to my nearest Mercedes Dealership and I explained I was sitting outside a Mercedes Dealership and they couldn’t help me. The situation went from bad to worse until at last 24 hours later I waved my car off at Inverness Airport (the only place with hire cars) as it went on a transporter to Glasgow and I got into a hire car provided by Mercedes Breakdown.
A week later I was repatriated with my car in Glasgow and had to part with £1,145.99 to pay for a new tyre and a new wheel which apparently was damaged also.
So without boring you as I am sure you get the drift of this saga I will list the costs incurred so far on replacing tyres and wheels
07/10/2016 £1,145.99 for a new wheel and tyre. Car off the road for a week
28/01/2017 £ 293.78 for a new tyre. Car off the road for a week.
16/02/2017 £293.78 for a new tyre. Car off the road for 3 days.
28/06/2017 £308.28 for a new tyre. Car off the road for 3 days.
25/10/2017 £1,182.13 for 3 new tyres and alignment. Car off the road for a week.
19/12/2017 £1,187.89 for a tyre and a wheel. Car off the road for a week.
23/01/2018 £899.75 for a new wheel.
31/03/18 £1,200.00 for a new tyre and wheel. Car off the road for over a week.
Total £6,511.60
Car off the road for 6 weeks and currently is sitting in Aberdeen. I am in Glasgow with a hire car supplied by Mercedes Breakdown Service.
Please note that not one of these tyres that needed replaced was worn, every single one was damaged. A ‘Run-flat’ cannot be repaired if punctured and there is not a stock of the tyres or wheels kept at any dealership in Scotland. The car has been fully serviced according to Mercedes specification hence my surprise at having to pay for alignment on the 25/10/2017. I do a high mileage at 45,000 since June 2016
Response from Mercedes (word verbatim)
"Thank you for your patience whilst I have investigated your concerns. I am sorry that you have experienced such a high number of incidents needing your tyres to be replaced.
The tyres fitted to your car from production are Mercedes-Benz Original Extended Tires (MOExtended or MOE). Tyre manufacturers that produce MOE tyres for Mercedes-Benz vehicles include Bridgestone, Continental, Dunlop, Goodyear, Michelin and Pirelli. We recommend that the correct size, make, suitability and tread patterntyres are always used for optimum performance of your car.
Tyres branded with MOExtended or MOE on their sidewalls identify them as being specifically tuned for Mercedes-Benz vehicles. The “Extended” element to the name of these tyres identifies that they feature run-flat-like tyre characteristics by offering temporary extended mobility. These are detailed as “Tyres with run-flat capability”, andare not branded as run-flat tyres.
It is unfortunate to hear about the repeated problems which you have had. I have spoken with Mercedes-Benz of Glasgow who confirmed that the damage to your tyreswas caused by elements outside of our control, such as poor road surface. As you have said, these tyres were damaged and not worn. I am sorry that this has caused you inconvenience and cost in arranging for these to be replaced. That said, I would like to arrange for your car to have a full tyre geometry and alignment test to ensure that it is operating as it should. I will ask Glasgow to arrange this directly with you, and we will cover the cost of the diagnostics. Should any concerns be found, we will also cover the cost of rectification.
I understand that in December, due to an error with the RAC dispatch team, a flatbed recovery truck was not requested as it should have been. Whilst this was an accident,I completely understand the frustration caused. In addition I would like to offer you a further £250 as a gesture of goodwill. This can be used towards your next service or can be used for products from our Mercedes-Benz Boutique (Collection Site - United Kingdom) If you would like to order any items, please let me have the details and I will place the order for you).
If you are unhappy with this final decision or feel this matter is unresolved, you can seek advice with an CTSI Certified Alternative Dispute Resolution provider. We are prepared to engage with The Motor Ombudsman to resolve your dispute. Further details can be found at www.themotorombudsman.org, or alternatively their telephone number is 0345 241 3008 selecting option 1."
detailed as 'tyres with run-flat capability and are not branded as run-flat tyres'
What does that mean?
My problem is the tyres and wheels on the car. I was not told when I agreed to the lease that this car has ‘Run-flat’ tyres. In fact I did not even know what ‘Run-flat’ tyres were until I was in Inverness and had a flat tyre after taking delivery of the car. I took the car to Kwik-Fit but they said they could not help me as my car had ‘Run-flat’ tyres it would have to go back to Mercedes. I drove along the road to the Mercedes Dealership as the Kwik-Fit specialist told me that as I had ‘Run-flats’ I could drive with a flat tyre.
The Mercedes Dealership told me they couldn’t help as my tyres were ‘Run-flats’ and would have to be ordered up as nobody in Scotland stocked them. They suggested I phoned Mercedes Breakdown from my car which I did. They told me to go to my nearest Mercedes Dealership and I explained I was sitting outside a Mercedes Dealership and they couldn’t help me. The situation went from bad to worse until at last 24 hours later I waved my car off at Inverness Airport (the only place with hire cars) as it went on a transporter to Glasgow and I got into a hire car provided by Mercedes Breakdown.
A week later I was repatriated with my car in Glasgow and had to part with £1,145.99 to pay for a new tyre and a new wheel which apparently was damaged also.
So without boring you as I am sure you get the drift of this saga I will list the costs incurred so far on replacing tyres and wheels
07/10/2016 £1,145.99 for a new wheel and tyre. Car off the road for a week
28/01/2017 £ 293.78 for a new tyre. Car off the road for a week.
16/02/2017 £293.78 for a new tyre. Car off the road for 3 days.
28/06/2017 £308.28 for a new tyre. Car off the road for 3 days.
25/10/2017 £1,182.13 for 3 new tyres and alignment. Car off the road for a week.
19/12/2017 £1,187.89 for a tyre and a wheel. Car off the road for a week.
23/01/2018 £899.75 for a new wheel.
31/03/18 £1,200.00 for a new tyre and wheel. Car off the road for over a week.
Total £6,511.60
Car off the road for 6 weeks and currently is sitting in Aberdeen. I am in Glasgow with a hire car supplied by Mercedes Breakdown Service.
Please note that not one of these tyres that needed replaced was worn, every single one was damaged. A ‘Run-flat’ cannot be repaired if punctured and there is not a stock of the tyres or wheels kept at any dealership in Scotland. The car has been fully serviced according to Mercedes specification hence my surprise at having to pay for alignment on the 25/10/2017. I do a high mileage at 45,000 since June 2016
Response from Mercedes (word verbatim)
"Thank you for your patience whilst I have investigated your concerns. I am sorry that you have experienced such a high number of incidents needing your tyres to be replaced.
The tyres fitted to your car from production are Mercedes-Benz Original Extended Tires (MOExtended or MOE). Tyre manufacturers that produce MOE tyres for Mercedes-Benz vehicles include Bridgestone, Continental, Dunlop, Goodyear, Michelin and Pirelli. We recommend that the correct size, make, suitability and tread patterntyres are always used for optimum performance of your car.
Tyres branded with MOExtended or MOE on their sidewalls identify them as being specifically tuned for Mercedes-Benz vehicles. The “Extended” element to the name of these tyres identifies that they feature run-flat-like tyre characteristics by offering temporary extended mobility. These are detailed as “Tyres with run-flat capability”, andare not branded as run-flat tyres.
It is unfortunate to hear about the repeated problems which you have had. I have spoken with Mercedes-Benz of Glasgow who confirmed that the damage to your tyreswas caused by elements outside of our control, such as poor road surface. As you have said, these tyres were damaged and not worn. I am sorry that this has caused you inconvenience and cost in arranging for these to be replaced. That said, I would like to arrange for your car to have a full tyre geometry and alignment test to ensure that it is operating as it should. I will ask Glasgow to arrange this directly with you, and we will cover the cost of the diagnostics. Should any concerns be found, we will also cover the cost of rectification.
I understand that in December, due to an error with the RAC dispatch team, a flatbed recovery truck was not requested as it should have been. Whilst this was an accident,I completely understand the frustration caused. In addition I would like to offer you a further £250 as a gesture of goodwill. This can be used towards your next service or can be used for products from our Mercedes-Benz Boutique (Collection Site - United Kingdom) If you would like to order any items, please let me have the details and I will place the order for you).
If you are unhappy with this final decision or feel this matter is unresolved, you can seek advice with an CTSI Certified Alternative Dispute Resolution provider. We are prepared to engage with The Motor Ombudsman to resolve your dispute. Further details can be found at www.themotorombudsman.org, or alternatively their telephone number is 0345 241 3008 selecting option 1."
detailed as 'tyres with run-flat capability and are not branded as run-flat tyres'
What does that mean?
